Search results for: Expectation Before Receiving Services

Authors: Luís Antonio de Almeida Rodriguez, José Maria Parente de Oliveira, Ednelson Oliveira

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In the last two decades, the world’s aviation authorities have made several attempts to create consensus about a global and accepted approach for applying semantics to web services registry descriptions. This problem has led communities to face a fat and disorganized infrastructure to describe aeronautical web services. It is usual for developers to implement ad-hoc connections among consumers and providers and manually create non-standardized service compositions, which need some particular approach to compose and semantically discover a desired web service. Current practices are not precise and tend to focus on lightweight specifications of some parts of the OWL-S and embed them into syntactic descriptions (SOAP artifacts and OWL language). It is necessary to have the ability to manage the use of both technologies. This paper presents an implementation of the ontology OWL-S that describes a Brazilian Aeronautical Web Service Registry, which makes it able to publish, advertise, make multi-criteria semantic discovery aligned with the ideas of the System Wide Information Management (SWIM) Program, and invoke web services within the Air Traffic Management context. The proposal’s best finding is a generic approach to describe semantic web services. The paper also presents a set of functional requirements to guide the ontology development and to compare them to the results to validate the implementation of the OWL-S Ontology.

Keywords: Aeronautical Web Services, OWL-S, Semantic Web Services Discovery, Ontologies.

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Authors: Fariba Azizi, Firoozeh Haghighi, Viliam Makis

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In this paper, we propose a method to model the relationship between failure time and degradation for a simple step stress test where underlying degradation path is linear and different causes of failure are possible. It is assumed that the intensity function depends only on the degradation value. No assumptions are made about the distribution of the failure times. A simple step-stress test is used to shorten failure time of products and a tampered failure rate (TFR) model is proposed to describe the effect of the changing stress on the intensities. We assume that some of the products that fail during the test have a cause of failure that is only known to belong to a certain subset of all possible failures. This case is known as masking. In the presence of masking, the maximum likelihood estimates (MLEs) of the model parameters are obtained through an expectation-maximization (EM) algorithm by treating the causes of failure as missing values. The effect of incomplete information on the estimation of parameters is studied through a Monte-Carlo simulation. Finally, a real example is analyzed to illustrate the application of the proposed methods.

Keywords: Expectation-maximization (EM) algorithm, cause of failure, intensity, linear degradation path, masked data, reliability function.

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Authors: Amal M. Alrayes, Hayat M. Ali

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Since the beginning of distance education with the rapid evolution of technology, the social network plays a vital role in the educational process to enforce the interaction been the learners and teachers. There are many Web 2.0 technologies, services and tools designed for educational purposes. This research aims to investigate instructors’ acceptance towards web-based learning systems in higher educational institutes in Kingdom of Bahrain. Questionnaire is used to investigate the instructors’ usage of Web 2.0 and the factors affecting their acceptance. The results confirm that instructors had high accessibility to such technologies. However, patterns of use were complex. Whilst most expressed interest in using online technologies to support learning activities, learners seemed cautious about other values associated with web-based system, such as the shared construction of knowledge in a public format. The research concludes that there are main factors that affect instructors’ adoption which are security, performance expectation, perceived benefits, subjective norm, and perceived usefulness.

Keywords: Web 2.0, Higher education, Acceptance, Students’ perception.

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Authors: Paulo Rocha

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Once in touch with the Criminal Justice System, offenders with mental disorder tend to return to custody more often than nondisordered individuals, which suggests they have not been receiving appropriate treatment in prison. In this scenario, diverting individuals into care as early as possible in their trajectory seems to be the appropriate approach to rehabilitate mentally unwell offenders and alleviate overcrowded prisons. This paper builds on an ethnographic research investigating the challenges encountered by practitioners working to divert offenders into care while attempting to establish cross-boundary interactions with professionals in the Criminal Justice System and Mental Health Services in the UK. Drawing upon the findings of the study, this paper suggests the development of adequate tools to enable liaison between agencies which ultimately results in successful interventions.

Keywords: Criminogenic needs, interagency collaboration, liaison and diversion, recidivism.

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Authors: Harri Jalonen

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Faced with social and health system capacity constraints and rising and changing demand for welfare services, governments and welfare providers are increasingly relying on innovation to help support and enhance services. However, the evidence reported by several studies indicates that the realization of that potential is not an easy task. Innovations can be deemed inherently complex to implement and operate, because many of them involve a combination of technological and organizational renewal within an environment featuring a diversity of stakeholders. Many public welfare service innovations are markedly systemic in their nature, which means that they emerge from, and must address, the complex interplay between political, administrative, technological, institutional and legal issues. This paper suggests that stakeholders dealing with systemic innovation in welfare services must deal with ambiguous and incomplete information in circumstances of uncertainty. Employing a literature review methodology and case study, this paper identifies, categorizes and discusses different aspects of the uncertainty of systemic innovation in public welfare services, and argues that uncertainty can be classified into eight categories: technological uncertainty, market uncertainty, regulatory/institutional uncertainty, social/political uncertainty, acceptance/legitimacy uncertainty, managerial uncertainty, timing uncertainty and consequence uncertainty.

Keywords: Systemic innovation, uncertainty, welfare services

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Authors: Eva Nedeliakova, Jaroslav Masek, Juraj Camaj

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This article describes the results of research focused on quality of railway freight transport services. Improvement of these services has a crucial importance in customer considering on the future use of railway transport. Processes filling the customer demands and output quality assessment were defined as a part of the research. In this contribution is introduced the map of quality planning and the algorithm of applied methodology. It characterizes a model which takes into account characters of transportation with linking a perception services quality in ordinary and extraordinary operation. Despite the fact that rail freight transport has its solid position in the transport market, lots of carriers worldwide have been experiencing a stagnation for a couple of years. Therefore, specific results of the research have a significant importance and belong to numerous initiatives aimed to develop and support railway transport not only by creating a single railway area or reducing noise but also by promoting railway services. This contribution is focused also on the application of dynamic quality models which represent an innovative method of evaluation quality services. Through this conception, time factor, expected, and perceived quality in each moment of the transportation process can be taken into account.

Keywords: Quality, railway, transport, service.

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Authors: Rihards Balodis, Inara Opmane

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Deep and radical social reforms of the last century-s nineties in many Eastern European countries caused changes in Information Technology-s (IT) field. Inefficient information technologies were rapidly replaced with forefront IT solutions, e.g., in Eastern European countries there is a high level penetration of qualitative high-speed Internet. The authors have taken part in the introduction of those changes in Latvia-s leading IT research institute. Grounding on their experience authors in this paper offer an IT services based model for analysis the mentioned changes- and development processes in the higher education and research fields, i.e., for research e-infrastructure-s development. Compare to the international practice such services were developed in Eastern Europe in an untraditional way, which provided swift and positive technological changes.

Keywords: Computing, data networking, e-infrastructure, IT services.

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Authors: Abdelouahab Bouttout, Mohamed Amara

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The present paper examines the impact noise transmission through some floor building assemblies. The Acoubat software numerical simulation has been used to simulate the impact noise transmission through different floor configurations used in Algerian construction mode. The results are compared with the available measurements. We have developed two experimental methods, i) field method, and ii) laboratory method using Brüel and Kjær equipments. The results show that the different cases of floor configurations need some improvement to ensure the acoustic comfort in the receiving apartment. The recommended value of the impact sound level in the receiving room should not exceed 58 dB. The important results obtained in this paper can be used as platform to improve the Algerian building acoustic regulation aimed at the construction of the multi-storey residential building.

Keywords: Impact noise, building acoustic, floor insulation, resilient material.

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Authors: N. Arulanand, P. M. Ananth

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Quality of Service (QoS) attributes as part of the service description is an important factor for service attribute. It is not easy to exactly quantify the weight of each QoS conditions since human judgments based on their preference causes vagueness. As web services selection requires optimization, evolutionary computing based on heuristics to select an optimal solution is adopted. In this work, the evolutionary computing technique Particle Swarm Optimization (PSO) is used for selecting a suitable web services based on the user’s weightage of each QoS values by optimizing the QoS weight vector and thereby finding the best weight vectors for best services that is being selected. Finally the results are compared and analyzed using static inertia weight and deterministic inertia weight of PSO.

Keywords: QoS, Optimization, Particle Swarm Optimization (PSO), weight vector, web services, web service selection.

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Authors: Esad Kadušić, Petar Bojović, Amela Žgalj

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Mobile banking services present a unique growth opportunity for mobile operators in emerging markets, and have already made good progress in bringing financial services to the previously unbanked populations of many developing countries. The potential is amazing, but what about the risks? In the complex process of establishing a mobile banking business model, many kinds of risks and factors need to be monitored and well-managed. Risk identification is the first stage of risk management. Correct risk identification ensures risk management effectiveness. Keeping the risks low makes it possible to use the full potential of mobile banking and carry out the planned business strategy. The focus should be on adoption of consumers which is the main risk factor of mobile banking services.

Keywords: Consumer Adoption, Mobile Banking, Risk

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Authors: P. Thepnarintra, S. Nikorn

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Agricultural machinery industry plays an important role in the industrial development especially the production industry of the country. There has been continuing development responding to the higher demand of the production. However, the problem in agricultural machinery production still exists. Thus, the purpose of this research is to investigate problems on fundamental factors of industry based on the entrepreneurs’ point of view. The focus was on the small and medium size industry receiving factory license type number 0660 from the Department of Industrial Works. The investigation was on the comparison between the management of the small and medium size agricultural industry in 3 provinces in the central region of Thailand. Population in this study consisted of 189 company managers or managing directors, of which 101 were from the small size and 88 were from the medium size industry. The data were analyzed to find percentage, arithmetic mean, and standard deviation with independent sample T-test at the statistical significance .05. The results showed that the small and medium size agricultural machinery manufacturers in the central region of Thailand reported high problems in every aspect. When compared the problems on basic factors in running the business, it was found that there was no statistically difference at .05 in managing of the small and medium size agricultural machinery manufacturers. However, there was a statistically significant difference between the small and medium size agricultural machinery manufacturers on the aspect of policy and services of the government. The problems reported by the small and medium size agricultural machinery manufacturers were the services on public tap water and the problem on politic and stability of the country.

Keywords: Agricultural machinery, manufacturers, problems, on running the business.

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Authors: Ifedapo Francis Awolowo

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The unrelenting series of embarrassing audit failures should stimulate a paradigm shift in accounting. And in this age of information revolution, there is need for a constant improvement on the products or services one offers to the market in order to be relevant. This study explores the perceptions of external auditors, forensic accountants and accounting academics on whether a paradigm shift to forensic accounting can reduce financial statement frauds. Through Neo-empiricism/inductive analytical approach, findings reveal that a paradigm shift to forensic accounting might be the right step in the right direction in order to increase the chances of fraud prevention and detection in the financial statement. This research has implication on accounting education on the need to incorporate forensic accounting into present day accounting curriculum. Accounting professional bodies, accounting standard setters and accounting firms all have roles to play in incorporating forensic accounting education into accounting curriculum. Particularly, there is need to alter the ISA 240 to make the prevention and detection of frauds the responsibilities of bot those charged with the management and governance of companies and statutory auditors.

Keywords: Financial statement fraud, forensic accounting, fraud prevention and detection, auditing, audit expectation gap, corporate governance.

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Authors: Roberto Boselli, Mirko Cesarini, Mario Mezzanzanica

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The paper is concerned with relationships between SSME and ICTs and focuses on the role of Web 2.0 tools in the service development process. The research presented aims at exploring how collaborative technologies can support and improve service processes, highlighting customer centrality and value coproduction. The core idea of the paper is the centrality of user participation and the collaborative technologies as enabling factors; Wikipedia is analyzed as an example. The result of such analysis is the identification and description of a pattern characterising specific services in which users collaborate by means of web tools with value co-producers during the service process. The pattern of collaborative co-production concerning several categories of services including knowledge based services is then discussed.

Keywords: Service Interaction Patterns, Services Science, Web2.0 tools, Service Development Process.

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Authors: Sinnakkrishnan Perumal, Nitish Pandey

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Business transformation initiatives are required by any organization to jump from its normal mode of operation to the one that is suitable for the change in the environment such as competitive pressures, regulatory requirements, changes in labor market, etc., or internal such as changes in strategy/vision, changes in the capability, change in the management, etc. Recent advances in information technology in automating the business processes have the potential to transform an organization to provide it with a sustained competitive advantage. Process constitutes the skeleton of a business. Thus, for a business to exist and compete well, it is essential for the skeleton to be robust and agile. This paper details “transformation" from a business perspective, methodologies to bring about an effective transformation, process-based transformation, and the role of services computing in this. Further, it details the benefits that could be achieved through services computing.

Keywords: Business Transformation, Services Oriented Architecture, Business Processes, Process-based Transformation.

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Authors: Hamid Barati, Ali Movaghar, Ali Barati, Arash Azizi Mazreah , Ehsan Shahsavari Gogheri, Faranak Mohsenzadeh

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The communication networks development and advancement during two last decades has been toward a single goal and that is gradual change from circuit-switched networks to packed switched ones. Today a lot of networks operates are trying to transform the public telephone networks to multipurpose packed switch. This new achievement is generally called "next generation networks". In fact, the next generation networks enable the operators to transfer every kind of services (sound, data and video) on a network. First, in this report the definition, characteristics and next generation networks services and then ad-hoc networks role in the next generation networks are studied.

Keywords: NGNs services, Ad-hoc Networks, NGN.

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Authors: FH. Sarieddeen, R. El Berbari, S. Imad, J. Abdel Baki, M. Hamad, R. Blanc, A. Nakib, Y.Chenoune

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Brain ArterioVenous Malformation (BAVM) is an abnormal tangle of brain blood vessels where arteries shunt directly into veins with no intervening capillary bed which causes high pressure and hemorrhage risk. The success of treatment by embolization in interventional neuroradiology is highly dependent on the accuracy of the vessels visualization. In this paper the performance of clustering techniques on vessel segmentation from 3- D rotational angiography (3DRA) images is investigated and a new technique of segmentation is proposed. This method consists in: preprocessing step of image enhancement, then K-Means (KM), Fuzzy C-Means (FCM) and Expectation Maximization (EM) clustering are used to separate vessel pixels from background and artery pixels from vein pixels when possible. A post processing step of removing false-alarm components is applied before constructing a three-dimensional volume of the vessels. The proposed method was tested on six datasets along with a medical assessment of an expert. Obtained results showed encouraging segmentations.

Keywords: Brain arteriovenous malformation (BAVM), 3-D rotational angiography (3DRA), K-Means (KM) clustering, Fuzzy CMeans (FCM) clustering, Expectation Maximization (EM) clustering, volume rendering.

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Authors: Sofia Elena Colesca, Dobrica Liliana

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The Romanian government has been making significant attempts to make its services and information available on the Internet. According to the UN e-government survey conducted in 2008, Romania comes under mid range countries by utilization of egovernment (percent of utilization 41%). Romania-s national portal www.e-guvernare.ro aims at progressively making all services and information accessible through the portal. However, the success of these efforts depends, to a great extent, on how well the targeted users for such services, citizens in general, make use of them. For this reason, the purpose of the presented study was to identify what factors could affect the citizens' adoption of e-government services. The study is an extension of the Technology Acceptance Model. The proposed model was validated using data collected from 481 citizens. The results provided substantial support for all proposed hypotheses and showed the significance of the extended constructs.

Keywords: e-government, citizen's adoption, TechnologyAcceptance model.

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Authors: DongHoon Shin, Yunmook Nah, HoSeong Kim, Gang Shin Lee, Jae-Il Lee

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The rapid advance of communication technology is evolving the network environment into the broadband convergence network. Likewise, the IT services operated in the individual network are also being quickly converged in the broadband convergence network environment. VoIP and IPTV are two examples of such new services. Efforts are being made to develop the video phone service, which is an advanced form of the voice-oriented VoIP service. However, the new IT services will be subject to stability and reliability vulnerabilities if the relevant security issues are not answered during the convergence of the existing IT services currently being operated in individual networks within the wider broadband network environment. To resolve such problems, this paper attempts to analyze the possible threats and identify the necessary security measures before the deployment of the new IT services. Furthermore, it measures the quality of the encryption algorithm application example to describe the appropriate algorithm in order to present security technology that will have no negative impact on the quality of the video phone service.

Keywords: BcN, Security Measures, Video Phone.

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Authors: Rasha Alhendawi, Kyrill Meyer

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This research will give the introductory ideas for cultural adaption of B2C E-Service design in Germany. By the intense competition of E-Service development, many companies have realized the importance of understanding the emotional and cultural characteristics of their customers. Ignoring customers’ needs and requirements throughout the E-Service design can lead to faults, mistakes, and gaps. The term of E-Service usability now is changed not only to develop high quality E-Services, but also to be extended to include customer satisfaction and provide for them to feel local.

Keywords: Human Computer Interaction (HCI), Usability, Cultural usability, E-Services, Business-to-Consumer (B2C), EServices.

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Authors: Nabil El Kadhi, Minerva M. Bunagan

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The dynamism in education, particularly in the area of teaching, learning and assessment has caused Higher Education Institutions (HEIs) worldwide to seek for ways to continuously improve their educational processes. HEIs use outcomes of institutional audits, assessments and accreditations, for improvement. In this study, the published institutional audit reports of HEIs in the Sultanate of Oman were analyzed to produce features of good practice; identify challenges along Teaching, Learning Assessment (TLA); and propose a framework that puts major emphasis in having a quality-assured TLA, including a set of principles that can be used as basis in succeeding an institutional visit. The TLA framework, which shows the TLA components, characteristics of the components, related expectation, including implementation tool/ strategy and pitfalls can be used by HEIs to have an adequate understanding of the scope of audit and be able to satisfy institutional audit requirements. The scope of this study can be widened by exploring the other requirements of the Institutional Audits in the Sultanate of Oman, particularly the area on Governance and Management and Student Support Services.

Keywords: Accreditation, audit, quality assurance, teaching, learning and assessment.

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Authors: Paiboon Chuwatthanakij

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In reference to the legal state in the Thai legal system, most people understand the minor principles of the legal state form, which are the principles that can be explained and understood easily and the results can be seen clearly, especially in the legitimacy of administrative acts. Therefore, there is no awareness of justice, which is the fundamental value of Thai law. The legitimacy of administrative acts requires the administration to adhere to the constitution and legislative laws in enforcement of the laws. If it appears that the administrative acts are illegitimate, the administrative court, as the court of justice, will revoke those acts as if they had never been set in the legal system, this will affect people’s trust as they are unaware as to whether the administrative acts that appoint their lives are legitimate or not. Regarding the revocation of administrative orders by the administrative court as if those orders had never existed, the common individual surely cannot be expected to comprehend the security of their juristic position. Therefore, the legal state does not require a revocation of the government’s acts to terminate its legal results merely because those acts are illegitimate, but there should be considerations and realizations regarding the “The Principle of the Protection of Legitimate Expectation,” which is a minor principle in the legal state’s content that focuses on supporting and protecting legitimate expectations of the juristic position of an individual and maintaining justice, which is the fundamental value of Thai law.

Keywords: Legal state, Rule of law, Protection of legitimate.

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Authors: Kazeem Oluwakemi Oseni, Kate Dingley

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e-Service has moved from the usual manual and traditional way of rendering services to electronic service provision for the public and there are several reasons for implementing these services, Airline ticketing have gone from its manual traditional way to an intelligent web-driven service of purchasing. Many companies have seen their profits doubled through the use of online services in their operation and a typical example is Hewlett Packard (HP) which is rapidly transforming their after sales business into a profit generating e-service business unit. This paper will examine the various challenges confronting e- Service adoption and implementation in Nigeria and also analyse lessons learnt from e-Service adoption and implementation in Asia to see how it could be useful in Nigeria which is a lower middle income country. From the analysis of the online survey data, it has been identified that the public in Nigeria are much aware of e-Services but successful adoption and implementation have been the problems faced.

Keywords: Adoption, Asia, e-Government Service, Implementation, Nigeria.

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Authors: Siti Aiysyah Tumin

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This paper looks at the nature of structural changes—the transition of employment from agriculture, to manufacturing, then to different types of services—in different states in Malaysia and links it to income outcomes for households and workers. Specifically, this paper investigates the conditional association between the concentration of different economic activities and income outcomes (household incomes and employee wages) in almost four decades. Using publicly available state-level employment and income data, we found that significant wage premium was associated with “modern” services (finance, real estate, professional, information and communication), which are urban-based services sectors that employ a larger proportion of skilled and educated workers. However, employment in manufacturing and other services subsectors was significantly associated with a lower income dispersion and inequality, alluding to their importance in welfare improvements.

Keywords: Employment, labour market, structural change, wages.

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Authors: Elham Rastegari, Amirmasood Rahmani, Saeed Setayeshi

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The hospital and the health-care center of a community, as a place for people-s life-care and health-care settings, must provide more and better services for patients or residents. After Establishing Electronic Medical Record (EMR) system -which is a necessity- in the hospital, providing pervasive services is a further step. Our objective in this paper is to use pervasive computing in a case study of healthcare, based on EMR database that coordinates application services over network to form a service environment for medical and health-care. Our method also categorizes the hospital spaces into 3 spaces: Public spaces, Private spaces and Isolated spaces. Although, there are many projects about using pervasive computing in healthcare, but all of them concentrate on the disease recognition, designing smart cloths, or provide services only for patient. The proposed method is implemented in a hospital. The obtained results show that it is suitable for our purpose.

Keywords: Pervasive computing, RFID, Health-care.

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Authors: Iwan Nugroho, Purnawan D. Negara

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This paper is aimed to study the roles of leadership and innovation in the development of local people based ecotourism services. The survey is conducted in Candirejo village, Borobudur District, Magelang Regency. The study of a descriptive approach is employed to identify people's behavior in ecotourism services. The results showed that ecotourism services have developed and provided benefits to the people. The roles of leadership and innovation interact positively with a cooperative to organize an ecotourism services management. The leadership is able to identify substances, to do the vision and missions of environmental and cultural conservation. The innovation provides alternative development efforts and increases the added value of ecotourism. The cooperative management was able to support a process to realize the goals of ecotourism, to build participation and communication, and to perform organizational learning. The phenomenon of the leadership in the Candirejo ecotourism enriches the studies of the ecotourism management. During this time, the ecotourism management is always associated with the standard management of national park. The ecotourism management of Candirejo is considered successful even outside the national park management.

Keywords: Borobudur, Candirejo, ecotourism, inovation, Leadership.

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Authors: R. Poonsuph

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Technological innovation plays a crucial role in virtual healthcare services. A growing number of telehealth platforms are concentrating on using digital tools to improve the quality and availability of care. As a result, telehealth represents an opportunity to redesign the way health services are delivered. The research objective is to discover a new business model for digital health services and related industries to participate with telehealth solutions. The business opportunity is valuable for healthcare investors as a startup company to further investigations or implement the telehealth platform. The paper presents a digital healthcare business model and business opportunities to related industries. These include digital healthcare services extending from a traditional business model and use cases of business opportunities to related industries. Although there are enormous business opportunities, telehealth is still challenging due to the patient adaption and digital transformation process within a healthcare organization.

Keywords: telehealth, Internet hospital, HealthTech, InsurTech

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Authors: Sayed Hadi Sadeghi

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This research study examines the current state of support services for e-network practice in an Australian and an American university. It identifies information that will be of assistance to Australian and American universities to improve their existing online programs. The study investigated the two universities using a quantitative methodological approach. Participants were students, lecturers and admins of universities engaged with online courses and learning management systems. The support services for e-network practice variables, namely academic support services, administrative support and technical support, were investigated for e-practice. Evaluations of e-network support service and its sub factors were above average and excellent in both countries, although the American admins and lecturers tended to evaluate this factor higher than others did. Support practice was evaluated higher by all participants of an American university than by Australians. One explanation for the results may be that most suppliers of the Australian university e-learning system were from eastern Asian cultural backgrounds with a western networking support perspective about e-learning.

Keywords: Support services, e-network practice, Australian universities, United States universities.

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Authors: Arne Koschel

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This article discusses event monitoring options for heterogeneous event sources as they are given in nowadays heterogeneous distributed information systems. It follows the central assumption, that a fully generic event monitoring solution cannot provide complete support for event monitoring; instead, event source specific semantics such as certain event types or support for certain event monitoring techniques have to be taken into account. Following from this, the core result of the work presented here is the extension of a configurable event monitoring (Web) service for a variety of event sources. A service approach allows us to trade genericity for the exploitation of source specific characteristics. It thus delivers results for the areas of SOA, Web services, CEP and EDA.

Keywords: Event monitoring, ECA, CEP, SOA, Web services.

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Authors: Amna Javed, Katsuhiro Umemoto, Youji Kohda

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The purpose of this paper is to examine co-creation of non-economic values in Islamic banking services and their significance for service science by comparing Islamic and conventional banking services. Although many scholars have discussed co-creation of values in services, most of them have focused on only economic values.

Following Sharia (Islamic principles that are based on Qur’an and Sunnah) traditions, Islamic banking is more concerned with such non-economic values as well-being, partnership, fairness, trust, and justice, than such economic values as money in terms of interest.  Therefore, it may be more sustainable and suitable for today’s unpredictable socio-economic environments.

We also argue that Islamic banking is essentially a value co-creation business model that fits better with the so-called Service-Dominant Logic (SDL) than conventional banking. This paper explores a new frontier of value co-creation in services, thereby contributing to further development of service science.

Keywords: Value co-creation, Islamic banking, Non-economic values, Service science.

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Authors: Jun Luo, Weiguo Zhang., Dabin Qin

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It is important to retain customer satisfaction in information technology services. When a service failure occurs, companies need to take service recovery action to recover their customer satisfaction. Although companies cannot avoid all problems and complaints, they should try to make up. Therefore, service failure and service recovery have become an important and challenging issue for companies. In this paper, the literature and the problems in the information technology services were reviewed. An integrated model of profit driven for the service failure and service recovery was established in view of the benefit of customer and enterprise. Moreover, the interaction between service failure and service recovery strategy was studied, the result of which verified the matching principles of the service recovery strategy and the type of service failure. In addition, the relationship between the cost of service recovery and customer-s cumulative value of service after recovery was analyzed with the model. The result attributes to managers in deciding on appropriate resource allocations for recovery strategies.

Keywords: service failure, service recovery, informationtechnology services

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